Subject: Re: Tickets with no Date label
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>
Cc: "Innocent Bohui, INBO" <[email-masked]>, "Matthew Broadley, MAEY" <[email-masked]>, "Christopher Kurek, CKUR" <[email-masked]>, "Vamsy Maddipati, VAMM" <[email-masked]>, "Muhammad Ali, MUAI" <[email-masked]>, "Temistocles Valdes, TEVL" <[email-masked]>, "Morris Frost, MOFT" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>
Date: Mon, 1 Feb 2021 05:25:56 -0700 (MST)

Hi Sara, 

This is understood and shared with the team. 

Regards, 
Pritish 

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Innocent Bohui, INBO" <[email-masked]>, "Matthew Broadley, MAEY" <[email-masked]>, "Christopher Kurek, CKUR" <[email-masked]>, "Vamsy Maddipati, VAMM" <[email-masked]>, "Muhammad Ali, MUAI" <[email-masked]>, "Temistocles Valdes, TEVL" <[email-masked]>, "Morris Frost, MOFT" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Cc: "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Monday, February 1, 2021 4:25:24 PM 
Subject: Tickets with no Date label 

Hi team, 

I checked the list of ”No Date tag” tickets today and found most of them are because there is no Public reply on the ticket. 

So please remember: 

If you haven’t sent an email to the requester, the SLA counter will not start, so you should either set a manual Due Date& Time or send a Public reply to the customer. 

That’s including Missed& Abandoned calls also, if you are assigned a ticket which has only a Voice mail or incoming call record, the SLA counter won’t trigger. 

Please check these tickets to understand it better: 

126647 

126485 

126623 

126645 

126965 

125909 

[ mailto:[email-masked] | @Pritish Nandi ] It’s very important that when L1 assign a ticket to L2 agents, they make sure that the ticket has a Date tag. 

Please check this ticket: 125909 Or 126647. 

Could you ask L1 to pay attention to this point? 

Thank you! 

	

Best regards ​​ 

Sara Aknooni 
Project Manager 

Global Support and Service 
+45 4470 0124 

+45 7131 4960 

	

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